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Barrow U.R.C. Primary School

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Complaints Procedure

The Policy and Procedures for the Handling of Complaints at

Barrow U.R.C. Primary School


Introduction and Scope

We care about what you think 

The policy of this School is to work in partnership with parents/carers and the wider community. We try hard to do our best for all our pupils/students. Your views help us plan for the future. We like to know when things are going well. We also want parents/carers to tell us about their worries, concerns or complaints as soon as possible. It is much easier for the school to sort out a recent problem than something that happened some time ago.


Our commitment to you

  •  We will deal with your concern or complaint in a professional manner.
  • It will be looked into thoroughly, fairly and as quickly as possible.
  • We will keep you up-to-date with what we are doing.
  • We will apologise if the school has made a mistake.
  • We will tell you what we are going to do to put things right.


 What to do first

 If you have a concern about anything we do you can tell us by telephone, in person or in writing. If any of these are difficult for you, a friend or advocate can speak to the school on your behalf. Most concerns or complaints will be sorted out quickly either by putting things right or by explaining the School’s actions to you.

 Try to go to the member of staff involved or your child’s class teacher (primary)/your child’s form tutor or head of year (secondary) who will either deal with your issue or pass you on to someone who is more able to help.

 Please remember that the beginning or end of the school day can be a very busy time.  If you talk to a teacher at these times, for practical reasons, it may not be possible to sort things out there and then.  Be prepared for them to make an appointment to see you/to ring you at a more convenient time.

In considering concerns or complaints, the School will ensure that they are dealt with effectively and with fairness to all parties.  Where possible, complaints will be resolved informally. Where a complaint has not been resolved informally, then the formal procedures set out in section “6(ii)” will be followed.  Where your concern or complaint is considered sufficiently complex or serious, the school may choose to investigate formally from the outset.


What is a concern or a complaint?

A concern or a complaint is defined as:

  • An expression of dissatisfaction about the conduct/operation of the School.
  • The conduct of, actions or lack of actions by a member of staff/the Governing Body/an individual governor.
  • Unacceptable delay in dealing with a matter or the unreasonable treatment of a pupil or other person
  • Concerns or complaints relating to any of the following are not covered by these procedures, as separate procedures apply.



If you have an SEND complaint, it should be raised with the school SENDCo

If not resolved, please follow the school's complaints procedure.

Further complaints should be raised via Lancashire County Council's Dispute Resolution, Mediation and Appeals department. 


(*Where the concerns or complaints still exist following review.)



  1. Serious complaints or allegations relating to the abuse of children, assault, criminal or financial matters are also subject to separate procedures.  The table above is not exhaustive, and separate procedures may exist for other categories.
  2. For complaints regarding governors, the school will follow this Policy to resolve the issue.

Anonymous  Complaints
The School will always give serious consideration to concerns and complaints that are brought to its attention. However, anonymous complaints will not normally be considered.


Unreasonable Complaints
There is a right to raise a complaint against a school and an expectation that the individual will exhaust the School’s procedures.  If the individual contacts the school again with the same issue, this could be seen as unreasonable and the school may choose not to respond.


Making a complaint
The school expects that the majority of complaints to be made within three months of the incident being complained of. The school will consider complaints beyond this time frame in exceptional circumstances only.

Dependent on the type of complaint, the following table is a guide to whom it should be referred to:


Type of complaint:                                                                             Contact the:

Something that has happened, or failed to happen, in School.

Class teacher

The actions of the class teacher.

Headteacher via the school.

The actions of the Headteacher.

Chair of Governors via the school.

The actions of a governor.

Chair of Governors via the school.

The actions of the Chair of Governors.

Vice Chair via the School.

The actions of the Governing Body

Clerk to the Governing Body via the School.


The School /Governing Body would in most cases hope to resolve concerns and complaints at an informal stage, but the procedures allow for formal consideration of a complaint and a review stage if matters cannot be resolved.


The School is committed to dealing with complaints as speedily as possible and would plan to complete each stage within 20 school days. From time to time, it may not be possible to complete the process in that timescale. Where it is not possible, the complainant will be informed of any delays.


Where complaints are made against an individual member of the school staff or governor, the individual will be informed of the complaint at the earliest opportunity and certainly before any investigation commences.